Starbucks: Delivering
Customer Service
Welcome to the world of Starbucks! Where every cup tells a story.
by
SUBHAM MANDAL
AMRITA PURI
SOUMIK ROY CHOWDHURY
The Starbucks Experience
Quality Beans
Community Feel
Delicious Treats
We use nothing but the
Starbucks is more than just a
Treat yourself to decadent
highest quality beans, so you
coffee shop, it's a place to
pastries and desserts for the
experience the perfect coffee
connect with others and
ultimate experience.
aroma.
experience the community
vibe.
Customer Service at Starbucks
Baristas
Customer
Experience
Our skilled baristas go
Customer Feedback
We actively seek
above and beyond to
Our streamlined process
customer feedback to
ensure every cup is just
and friendly atmosphere
ensure that we are doing
as you like it.
make for a truly
everything possible to
memorable experience.
exceed expectations.
Customer Satisfaction, Defection, and
Improvement
Defection
We analyze customer defection rates to
identify areas that need improvement.
1
2
3
Satisfaction
Improvement
We measure customer satisfaction with
We set clear goals and provide ongoing
surveys and feedback, resulting in high
training to help our employees provide
satisfaction rates.
exceptional service.
Implementation of the Customer
Service Plan
Teamwork
Training
Customer Focus
We work together as a team
We provide our baristas with
We put the customer at the
to ensure that we provide the
ongoing, comprehensive
center of everything we do.
best customer service
training to ensure that they
possible.
have the skills necessary to
deliver exceptional customer
service.
SWOT Analysis
Strengths
Weaknesses
•
Global Presence
•
Market Concentration
•
Strong Customer Base
•
Pricing Strategy
•
Innovation & New Products
•
Quality Services
Opportunities
Threats
• International Expansion
• Customization for Cultures
• Technological
Advancements
• Competition from
Independents
• Price Wars in Foreign Markets
• Political/Economic Instability
Problems & Solution
Saturation and market competition
• Diversify product offerings beyond coffee
Sustainability & ethical Sourcing
• Strengthen efforts in sustainable sourcing of coffee beans,
economic friendly packaging
Mobile ordering & in store experience
• Trying out alternative models of operation(home delivery)
Employee morale & Turnover
• Enhance employee benefits, provide growth opportunities,
offer competitive wages
•
Pricing Strategy
Implement dynamic pricing strategies based on local economic
conditions, offer value-based options